Member Service Advisors

sffirecu; San Francisco (CA); On-site; USD 36,000 - 54,000; Full time

Job summary

SF Fire Credit Union is seeking a Member Service Advisor to handle remote member communications and provide excellent service in a fast-paced environment. You will cross-sell credit union products, process accounts, and resolve member inquiries with attention to accuracy and timeliness.

Level I-III responsibilities include handling calls, maintaining product knowledge, and ensuring service standards are met while supporting a collaborative team culture within the Call Center.

Qualifications

• High school diploma or GED required; related experience and/or training preferred.
• Ability to read and comprehend instructions; write business communications.
• Reasoning ability to define problems, collect data, and draw valid conclusions.
• Mathematical ability to reconcile accounts and calculate figures and percentages.
• Computer skills in Windows environment; Ultradata/FSP and MS Office preferred.

Responsibilities

• Handle member communications via phone, postal mail, Internet mail and web chat.
• Cross-sell appropriate credit union products and services to members.
• Maintain knowledge of products and services and use it to assist members.
• Complete tasks on or before deadlines and anticipate member needs.
• Process new membership applications and associated accounts; handle data changes.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Education

High school diploma or GED

Tools

Ultradata/FSP

Microsoft Office

Job description

Where it began… In 1951 SF Fire Credit Union first opened its doors from a modest 10′ × 15′ office space in 17 Engine. It was from those humble beginnings—where everyone pitched in to help one another in their community—that the organization forged its way of business forever. Today, the San Francisco-based credit union has grown to $1.7B in assets and a membership that extends from the regional firefighters we trace our roots back to throughout our many neighbors in San Francisco, San Mateo and Marin Counties. Our members benefit from the ideas and principles that have shaped us: Shared trust, continuous innovation of products and services, competitive rates, and excellent member service. These qualities foster a true sense of member-ownership and strengthen the credit union’s bond with the people for whom this credit union was created.

What we stand for...

• First, do they align with our values?
• Be Personal – Walk the Member/Employee Path
• Be a Leader – Empower, Collaborate, Own
• Be Outside the Box – Innovate, Educate, Engage
• Be Real – Integrity and Transparency Matter
• Be the Connection – Serve our Community
• Second, will they thrive in a culture like ours, where we default to trust, embrace feedback, and desire to innovate? Finally, do they share our vision to help empower members to accomplish their dreams and build lasting financial security in whatever way is most relevant to their role?

What it feels like… Most days it feels more like going to work with a big family. Whether it’s a pot luck lunch, baking birthday cakes for colleagues in the kitchen, or after-hours get together, we’re here to do a great job and have a good time while doing it! We value a good sense of humor, are motivated by a higher purpose, and always bring an “in-this-together” attitude. While we’re driven to do great work, we also value real work/life balance.

Is This the Career for You?

Member Service Advisors are accountable for handling any remote communications from our members including telephone calls, postal mail, Internet mail and web chats. The handling of these communications will involve answering account and service inquiries, processing financial transactions, and cross-selling the appropriate credit union products and services, while consistently meeting the service standards established by the Credit Union.

What You Get To Do:

Level I

• Handles member communications received via phone call, postal mail, Internet mail and web chat
• Maintains a thorough knowledge of all Credit Union products and services, and uses this knowledge to cross-sell appropriate products and services to members to maximize the member’s relationship
• Creates relationships with members by going the extra mile, completing tasks on or before assigned deadlines, and anticipating needs
• Maintains the Credit Union’s tradition of excellence by taking ownership of member issues, being count-on-able, seeking solutions first, and through accurate transaction processing and dissemination of information
• Contributes to a team environment by showing respect and support for each other, practicing positive and respectful workplace communication techniques, and by living up to your commitments
• Completes training programs in accordance with your personal development plan
• Performs accurate transactions on existing savings, checking, certificate, consumer loan, real estate loan and credit card accounts in accordance with standard operating procedures and regulations
• Processes new savings, checking and certificate accounts
• Processes authorized data changes on the membership and account level
• Researches and resolves basic member inquiries related to all Credit Union accounts, products and services
• Practices the Credit Union’s service standards
• Completes assigned reports, tasks and projects within established guidelines and timeframes
• Performs other work as requested by the Call Center Manager

Level II

• Performs all the duties of aMember Service Advisor Iwithout supervision
• Meets established individual and team sales and service goals
• Processes new membership applications including the opening of associated accounts
• Processes consumer loan applications including applicant interview, review and evaluation of application, decision recommendation to the Loan Officer, and notification of loan decision to member
• Processes new IRA, trust, UTMA and business accounts
• Researches and resolves complex member inquiries related to all Credit Union accounts, products and services
• Performs "Thank You" calls to members based on established guidelines
• Performs "Campaign" calls to members as directed
• Notifies the Call Center Manager of any service concerns by being attentive to call volume and service levels in the Call Center

Level III

• Performs all the duties of aMember Service Advisor IIwithout supervision
• Assists staff or members with difficult transactions and escalated calls
• Maintains a thorough knowledge of IRA, trust, UTMA, and business account products
• Assists the Call Center Manager with the administration of the Call Center. This includes keeping staff current on new procedures and policies, monitoring call volume and patterns, managing staff scheduling, and ensuring service standards are being met

What We Look For In You:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Multi-tasking ability is a must.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED) required; plus at least two years related experience and/or training; or equivalent combination of education and experience. Previous Call Center experience in a financial institution is preferred.

LANGUAGE SKILLS: Ability to read and comprehend verbal and written instructions. Ability to write business communications to members and employees.

REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.

MATHEMATICAL SKILLS: Ability to reconcile member and general ledger accounts. Ability to calculate figures and amounts such as interest, dividends and percentages. Ability to apply concepts of basic algebra.

COMPUTER SKILLS: Ability to operate a personal computer in a Windows environment. Experience with Ultradata/FSP and Microsoft Office applications preferred.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle